Customer Service Support Officer

ADA; Melbourne; On-site; AUD 42,000 - 56,000; Full time

Job summary

ADA (Australian Defence Apparel) is seeking a Customer Service Support Officer to handle customer inquiries via phone, email, and live chat. You will assist with orders, returns, and exchanges while maintaining accurate CRM records and collaborating across departments to ensure high service levels.

The role emphasizes strong communication, problem-solving, empathy, and attention to detail in a fast-paced environment in Melbourne.

Qualifications

• Minimum 1 year in a customer service role.
• Experience handling queries via phone, email and in-person.
• Experience using CRM systems to track interactions and feedback.
• Exposure to handling complaints and resolving conflicts.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat with accurate information.
• Assist customers with issues or complaints, resolving promptly while maintaining company image.
• Process orders and manage returns or exchanges per policy.
• Maintain comprehensive records of interactions in the CRM system.
• Collaborate across departments to ensure seamless service delivery.
• Identify opportunities to improve customer service processes for efficiency.
• Provide feedback to inform product development and marketing strategies.

Skills

Excellent communication

Problem solving

CRM proficiency

Teamwork

Attention to detail

Empathy

Tools

CRM systems

Job description

ADA (Australian Defence Apparel) is a leading innovator of cutting-edge uniforms and personal equipment specialising in complex user requirements from design to distribution. As an intergrated uniform solutions provider, we have long been providing expert assistance in a variety of industries across Australia and New Zealand.

ADA is Australia's largest and primary manufacturer of garments for the Australian Military. Our commitment to combining textiles and technology to solve design problems also stems across Law-Enforcement, Healthcare and Corporate industries.

The Customer Service Support Officer at Australian Defence Apparel Pty Ltd plays a crucial role in maintaining high standards of customer satisfaction and ensuring that all customer inquiries are addressed promptly and efficiently. This position requires a detail-oriented individual with strong communication skills and a commitment to delivering exceptional service.

Key responsibilities include:

• Responding to customer inquiries via phone, email, and live chat, providing accurate information regarding products, services, and order statuses.
• Assisting customers with any issues or complaints, ensuring timely resolution while maintaining a positive company image.
• Processing orders and managing returns or exchanges in accordance with company policy.
• Maintaining comprehensive records of customer interactions and transactions within the CRM system.
• Collaborating with team members across departments to ensure seamless service delivery and effective problem resolution.
• Identifying opportunities for process improvements in customer service operations to enhance overall efficiency.
• Providing feedback on common customer issues to help inform product development and marketing strategies.

The successful candidate will be an integral part of the team, contributing to the overall mission of Australian Defence Apparel Pty Ltd by fostering strong relationships with our customers and supporting business growth through excellent service delivery.

Required skills

• Excellent verbal and written communication skills
• Strong problem-solving abilities
• Proficiency in customer relationship management (CRM) software
• Ability to work effectively in a team environment
• Strong organisational and multitasking skills
• Attention to detail and accuracy in handling information
• Empathy and patience when dealing with customers

Required experiences

• A minimum of 1 years' experience in a customer service role, preferably within the retail or manufacturing sectors
• Experience managing customer inquiries via phone, email, and face-to-face interactions
• Previous experience using CRM systems to track customer interactions and feedback
• Diverse exposure in handling complaints and resolving conflicts efficiently
• Experience working within a team to achieve common goals and objectives
• An understanding of the Australian Defence industry is an advantage

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